This article contains resources for setting up and using Zendesk Talk, including documentation, videos, and community tips.
Tip: If you want to learn more about communicating with your customers by phone and text message, check out the Zendesk Talk for Agents training course.
Documentation
Getting started
- Welcome to Talk
- Getting started with Zendesk Talk for voice
- Understanding how Talk calls become tickets
- Getting Started with Zendesk Talk: Best practices for phone support
- Evaluating your Zendesk Talk trial account
- Understanding Talk Partner Edition
- Testing your voice support setup
Setup and overview
- Zendesk Talk number availability and pricing
- Zendesk Talk and Zendesk Text number FAQs
- Verifying your business for Zendesk Talk phone number purchasing
- Zendesk Talk and Zendesk Text number regulatory requirements
- Configuring Talk settings
- Determining your Zendesk Talk staffing requirements
- Preparing to use Zendesk Talk
- Enabling Talk and configuring general settings
- Adding Zendesk Talk lines
- Giving agents access to Talk
- Configuring voicemail options
- Standardizing your outbound caller ID
- Enabling callback
- Configuring Zendesk Talk settings for the Web Widget
- Setting up Talk numbers for multiple brands
- Porting numbers for Zendesk Talk
- Best practices for call recording
- Talk network requirements
- Understanding Talk Embedded voice
- Adding a Talk digital line
- Adding a call button to your mobile app
- Emergency calling in Talk
- Using the Voice API powered by Zendesk Messaging
Agent guide for Talk
- Setting up your browser or phone for calls
- Receiving and placing calls with Zendesk Talk
- Receiving incoming calls
- Making outbound calls
- Returning callback requests
- Putting calls on hold or mute
- Transferring calls
- Ending calls
- Setting your Talk agent state
- Adding a third-party to a conference call
- Pausing and resuming call recordings with agent recording controls
Managing Talk
- Managing Talk number settings
- Managing call recording options in Talk
- Managing outgoing greetings
- Routing incoming calls to groups of agents
- Managing overflow calls and after-hours routing
- Routing incoming calls with IVR
- Routing calls based on business hours
- Blocking unwanted callers
- Understanding call recording permissions (opt-in and opt-out)
- Understanding how Talk handles unknown callers
Reporting
- Reviewing Talk usage charges
- Monitoring calls with the Live calls dashboard
- Analyzing call activity with the Talk Team dashboard
- Analyzing call activity with the Talk Professional dashboard
- Analyzing your Talk activity
- Zendesk Talk dashboard metrics reference
- Reporting on calls with Explore
- Reporting on Talk network and audio quality
Best practices
- Best practices for Zendesk Talk
- Best practices to plan for Talk
- Best practices for rolling out Talk
- Best practices for monitoring and maintaining Talk
- Best practices for Talk from the Zendesk customer service team
Zendesk Text
- Getting started with Text
- Zendesk Text number availability and pricing
- Adding and managing Text numbers
- Text usage pricing
- Automating SMS support with Text triggers
- Reviewing Text history
- Using Text notifications with triggers: Recipes and tips
- Registering to use A2P 10 DLC for text messaging
- Country-specific requirements for text messaging
Reference
3 Comments
How do I set up a trigger/automation that tags missed calls?
Yes, it should be possible to do this using Triggers in Zendesk. As the the word "Missed call from Caller +[phone number]" gets added to every ticket subject in a ticket.
You can use this information to create a trigger condition since we know that a missed call will always begin with the same string in the ticket subject, e.g. "Missed call from Caller". I would set up the trigger as follows:
I hope that helps. Thank you!
Is it possible to setup overflow call routing on the same phone line between groups (using Tier 2 as overflow if all of Tier 1 on hold, then route to voicemail if all of Tier 2 on hold)?
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